About the City of Waltham 9-1-1 Center
The 9-1-1 Center is staffed with 22 full time employees: the Division Commander, Chief Emergency Telecommunication Dispatcher (ETD), 4 ETD Supervisors and 16 ETDs. The ETDs comprise four groups and work a 4 days on, 2 days off schedule. There are three 8-hour shifts that make up a 24-hour day. The day shift (D) hours are 0700 to 1500, the first half (FH) hours are from 1500 to 2300, and the last half (LH) shift hours are from 2300 to 0700. There are 11 dispatchers who work LH, LH, FH, FH shifts over four consecutive days, three dispatchers who work FH, FH, D, D shifts on four consecutive days, and five dispatchers who work four straight day shifts.
The main office is the home of the Division Commander (Police Lieutenant) and the Chief Emergency Telecommunication Dispatcher (ETD).
The 9-1-1 Center has a strict minimum staffing policy of four dispatchers working per shift. When the 9-1-1 center is at its minimum it leaves: one ETD for police dispatch, one ETD for fire dispatch, one ETD for call taking and one supervisor. During large events, or the prediction of a large storm, the 9-1-1 center might hire an extra dispatcher for the shift as the call volume will most likely double its average rate.
In order to work the floor, each dispatcher has to meet several qualifications.
State 911 Department Requirements:
40 Hour APCO Public Safety Telecommunicator Call Taking Course
24 Hour Priority One Emergency Medical Dispatch Course*
16 Hour Vesta Pallas Course (E911 Phone System)
16 Hours of State mandated Continuing Education, Yearly
8 Hour CPR Course*
Criminal Justice Information System (CJIS) Certification*
National Incident Management System (NIMS) IS-700
Incident Command System (ICS) ICS-100 and ICS-200
*Recertification required every 2 years.
Waltham Specific Requirements:
350 Hours of on-the-floor training
32 Hour APCO Fire Communications Course
8 Hour Legal Liability Course
2 Hours of monthly training